Where is my refund?

If you've returned an item and are waiting on your refund, here's exactly how the process works and what to expect.

How refunds are processed

1. Your return ships back to Japan — all returns are sent to our warehouse in Japan. International shipping means the item must first clear Japanese customs before it reaches us — this is outside of our control and can add time to the process
2. The item is received and inspected — once it arrives at our warehouse, our team inspects it to confirm it meets the return eligibility requirements
3. Refund is issued — once approved, the refund is processed back to your original payment method within 5 business days
4. Your bank or card provider processes it — depending on your bank, the funds may take additional time to appear in your account after we issue the refund

What will I be refunded?

Your refund is the amount you originally paid, minus a $122 USD flat fee which covers import duties and customs costs for receiving the item back into Japan. This applies to all returns.

If a discount code was applied to your original order, your refund is based on the discounted price paid — we are unable to refund more than the amount originally charged.

Why hasn't my refund arrived yet?

The most common reasons for a delay:

• The return is still in transit or clearing Japanese customs — international shipping takes time, and customs clearance can add unpredictable delays
• Inspection is in progress — we inspect every return before approving the refund
• Your bank is still processing it — once we issue the refund, the timeline for it appearing in your account is determined by your card provider, not us

How to check on your refund

If more than 5 business days have passed since your return was delivered to our warehouse in Japan and you haven't received your refund, contact us at support@chouohctokyo.com with your order number and return tracking number and we'll investigate for you.